Job Description

Insight Global is seeking a Service Desk Technician in the San Antonio, TX area to provide Tier 1 and some Tier 2 technical support to internal employees. This role requires a strong customer service mindset, a process-driven approach, and familiarity with ITIL-based service management practices. The technician will work Monday through Friday from 7:45 AM to 4:30 PM and will join a collaborative team of nine technicians, reporting directly to a Service Desk Manager.

In this role, the Service Desk Technician will serve as the primary point of contact for technical issues and service requests, resolving incidents related to Outlook, multi-factor authentication, password resets, and general access issues. The technician will create, modify, and terminate user accounts using Active Directory and will document, track, and resolve tickets through Remedy in accordance with defined SLAs. This position requires consistent use of established Standard Operating Procedures (SOPs), as well as participation in the creation, refinement, and continuous improvement of those procedures. The technician will apply ITIL principles to incident management and request fulfillment, while using Key Performance Indicators (KPIs) such as ticket quality, resolution time, SLA compliance, and customer satisfaction to guide performance and improve service delivery. Throughout all interactions, the technician is expected to provide excellent customer service, communicate clearly with end users, and ensure a positive resolution experience.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

- 2+ years of experience working in a Service Desk, Help Desk, or other customer-focused IT support role

- Proven ability to independently resolve Tier 1 and Tier 2 technical issues

- Hands-on experience using Active Directory for user account provisioning, modification, and termination

- Working knowledge of ITIL-based service management practices, including incident management, request fulfillment, SLAs, and process adherence

- Strong troubleshooting skills for Outlook, multi-factor authentication (MFA), password resets, and general software-related issues